At FrieslandCampina, we are just about to expand our services to an E2E Order-to-Cash scope via a multi year transformation journey, therefore it is great time to join us! The OTC Service Representative plays a key role in customer operations ensuring efficient execution of complete Order-to-Cash (O2C) processes, which is critical for safeguarding revenue, maintaining customer satisfaction, managing disputes and receiving cash.

What we ask:

• Bachelor's/Master's degree in a relevant area
• At least 1-2 years of experience, preferably in Customer Operations/Supply Chain Management/Logistics
• Experience in OTC, Customer Service (Supply Chain)
• Fluent English and Dutch OR Italian OR French language skills, written and spoken
• Knowledge of Supply Chain within the FMCG is preferred
• Expert in Customer service, Order processing and transport or Invoicing
• Experience with debit and credit handling, complaint handling
• Familiarity with complex system landscapes, including ERP systems (SAP), customer integration platforms (Salesforce), and digital tools that support end-to-end order-to-cash processes
• Affinity with Continuous Improvement (LEAN) and Digital first mindset

What we offer:

• Cafeteria package
• Home office and sustainable travel allowance
• MetLife life- and accident insurance
• Medicover package (Spring White & Hospital+)
• Annual bonus
• Home office opportunity (3 days/week)
• Opportunity to bring in your ideas and to develop further
• Challenging tasks with real added value

Vacancy description:

The primary responsibility of this position is to deliver day-to-day activities related to Order-to-Cash (OTC) lifecycle, ensuring accurate, timely, and compliant execution of customer-related activities. This role acts as a critical link between internal teams and customers, driving operational excellence and customer satisfaction through the following key contributions:

Quote to Order Execution:

• Review quotations against guidelines and flag deviations
• Support in contracts creation, using standard templates and handle medium level complexity queries
• Monitor consumption and highlight risks with impact analysis
• Validate pricing updates as per approved agreements and flag discrepancies
• Validate and manage payment terms ensuring alignment with approved agreements. Handle standard exceptions
• Oversee accuracy of customer master data and completeness
• Monitor SLAs, create reports and escalate deviations

Order to Invoice Execution:

• Enter and update customer orders
• Coordinate stock availability issues
• Ensure correct batch allocation
• Confirm orders per approval rules
• Process order changes, including entry of standardized reason codes for changes or rejections
• Resolve invoicing issues with cross-function collaboration
• Independently coordinate system updates
• Independently support and Execute credit-related requests

Stakeholder Coordination & Continuous Improvement:

• Coordinate with internal stakeholders to manage market-specific challenges
• Serve as point of contact for customers across the order lifecycle
• Independently work on continuous improvement initiatives

Functional collaboration of GBDS & In-Market Team:

• Actively contribute to team engagements and trainings
• Operate within a functional setup across multiple OpCos and supply chains, each with distinct service models and lead times

For thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are. We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world.